Change state to open after receiving e-mail

  • Used Zammad version: 3.2.x
  • Used Zammad installation source:
  • Operating system: Ubuntu
  • Browser + version: Firefox 72.0.2


my name is Alex and I’m new on Zammad.

I have a little problem with the settings and I hope that somebody can help me. The problem is: We have an existing Ticket with state for example „Pending“. Now we send a notification via mail and after receiving this the state is „Open“. Is there a way that the receiving of mails not change the state?
Thx in advance.


Technically you could use triggers to update the ticket state back to the earlier state. However, as it might reset the pending till time, this might not work as intended.

Changing the state to open is a core functionality for follow ups to help you keeping an overview on what you might need to answer.

Thx a lot, MrGeneration.

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